Domain separation and Financial Services Card Operations

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Domain Separation and Financial Services Card Operations

    Domain separation in Financial Services Card Operations allows for the logical grouping of data, processes, and administrative tasks into distinct domains. This capability enables precise control over user access and visibility of data, enhancing security and operational efficiency. The application supports domain separation at runtime and is essential for service provider use cases.

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    Key Features

    • Data Management: Ensures proper categorization of data within appropriate domains.
    • Domain-Separated Tables: Key tables such as Consumer, Account, and Contact are domain-separated, ensuring organized data handling.
    • Support Levels: The application offers Basic support for domain separation, with varying levels of functionality available across different features.
    • Request Types: Six types of credit card requests are supported, including New, Increase, Decrease, Block, Unblock, and Close requests.
    • Task Management: Each request type triggers specific workflows, assigning tasks to credit card agents and other related roles.

    Key Outcomes

    Implementing domain separation allows ServiceNow customers to efficiently manage credit card operations while ensuring that sensitive data is appropriately segmented. This results in improved user experience for both customers and service providers, as requests can be handled seamlessly across different domains. Additionally, customers can expect enhanced reporting and data integrity due to the structured nature of domain separation.

    Domain separation is supported for Financial Services Card Operations. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

    Support level: Basic

    • Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
    • The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
    • The owner of the instance must set up the application to function across multiple tenants.

    Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.

    For more information on support levels, see Application support for domain separation.

    How domain separation works in Financial Services Card Operations

    All FSO integrations applications are built on top of and use many CSM tables. The key reference tables are the customer tables such as Consumer, Account, and Contact, and these tables are domain-separated.

    Tables

    All tables added in Card Operations are domain-separated:

    • sn_bom_credit_card_service
    • sn_bom_credit_card_task
    • sn_bom_credit_asmt_task
    • sn_bom_document_task
    • sn_bom_credit_card
    Note:
    There are two system properties that are not domain-separated for Card Operations:
    • sn_bom_credit_card.reserverd_hours_to_unblock_credit_card
    • sn_bom_credit_card.reserverd_hours_to_update_credit_limit

    Use cases

    Credit Card Requests
    There are six different ServiceNow base system request types for credit cards:
      • New Credit Card Requests
      • Increase Credit Requests
      • Decrease Credit Requests
      • Block Credit Card Requests
      • Unblock Credit Card Requests
      • Close Credit Card Requests
    Customers create these requests from the Customer Service portal (activated as a separate plugin)
    Front office workers (Branch workers, Call Center) create these requests on behalf of their customers via the Service Catalog and customer interactions
    Each request type has a dedicated flow that triggers tasks from the parent credit card service case.
    • Credit Card Service Cases are assigned to credit card agents, and used to track the overall credit card request and triggers all tasks.
    • Credit Card Tasks are assigned to credit card agents, and used for follow-up tasks that are triggered from credit card service cases.
    • Credit Assessment Tasks are assigned to credit assessment agents, and used in multiple workflows that go beyond credit cards, such as Loan Operations.
    • Document Service Tasks are assigned to document service agents, and used in multiple workflows that go beyond credit cards, such as Loan Operations.
    Note:
    Sometimes a ServiceNow® platform feature or application may be able to effectively support service provider use cases even though the domain framework is not being used. In this case, the application may be assigned Basic*, Standard*, or Enhanced* for its domain support level, and include detailed use cases. For example: Before the New York release, Service Catalog had no domain support. But the instance owner was able to configure separate catalogs and items for each customer in a domain-separated instance. This allowed Service Catalog to be used at a Standard support level. To learn more, see domain separation Application levels of support.